IT Help Desk Specialist

IT Help Desk Specialist

TransCore (TRN), a subsidiary of ST Engineering, is seeking three full-time IT Help Desk Specialists to join our team in Houston, Texas.

Summary: These positions provide exceptional phone and email support to our customers experiencing software or hardware-related issues within our industry-leading products. Responsibilities include 24hr/7/365 day monitoring and analysis of production systems, dispatch and coordination of field service technicians, research and documentation of identified or reported issues, and professionally written and/or verbal communication with customers (both internal and external).

Essential Duties and Responsibilities Other duties may be assigned.

• Provide technical support regarding our products to our customers experiencing usage or performance-based issues
• Monitor email and phone communication (both internal and external) in order to promptly and properly acknowledge and address reported issues with hardware, software, networking, and other computer-related technologies.
• Handle problem recognition, research, isolation, resolution and follow-up for issues that arise, properly document and escalate more complex problems to supervisor or technical staff as needed.
• Log and track calls and maintain history records and related problem documentation.
• Attention to detail both in communications and monitoring requirements for production systems.
• Maintain an exceptional level of service and adhere to contractual customer performance requirement.
• Collaborate with development, deployment, and field support teams to insure proper issue resolution and customer service.

Requirements and Qualifications:

• Typically requires a minimum of 2 to 3 years of helpdesk support, or equivalent.
• Associate's degree in computer science or related discipline and/or comparable work experience
• Strong understanding of help desk support principles including documentation and issue ownership
• Working knowledge of Windows Operating Systems and Microsoft Office applications
• Excellent customer service skills with a focus on call control, attention to detail, and methodical troubleshooting
• Strong analytical skills and reasoning ability to identified solutions to technical issues
• Ability to effectively communicate technical information to both customers and management in written and verbal form.
• Ability to independently manage your time and handle multiple tasks.
• Flexibility to work extra hours as required.

Preferred:

• A+ Certified
• Jira
• Familiarity with the tolling industry

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.